Customer Service Assistant
Customer service assistants work at coach depots and pick-up points providing support to customers ranging from helping passengers with boarding and disembarking to dealing with enquiries about journeys and destinations.Customer service assistants may also deal with any issues that occur within the coach depot. This could be anything from dealing with lost property or suspicious packages to handling antisocial behaviour. They may also have to give information to passengers using a tannoy or public service announcement system.
The salary for customer service assistants can range from £12500 for new recruits, increasing to approximately £16500 based on experience.
Go Back
Working environment
Customer service assistants can spend their time either in an office, which is usually accessible to the public and will also spend time on their feet moving around the depot.They will normally wear a uniform so that they are easily recognised and may also have to wear a high visibility jacket while they are out and about at the depot. While they are working outside or within the depot, they may be subject to all weather conditions.
Most customer service assistants work shifts on a rota basis, which will include working early mornings, late evenings, weekends and bank holidays. Working hours are usually 35-40 hours a week.Go Back
Skills and interests
It is important for customer service assistants to be interested in meeting and interacting with a wide variety of people.Key skills for this role include:
- an understanding of the importance of good customer service
- confidence in communication
- ability to interact with people in a clear and concise manner
- ability to stay calm under pressure
- good organisation
- good memory (eg for destinations and timetables).Go Back
Entry into the role
Usually there are no formal entry qualifications needed to work as a customer service assistant, although most employers will expect applicants to have a sound standard of literacy and numeracy. Some experience of working in a customer service environment can be advantageous.Jobs are available in every part of the country, but most work is in larger towns and cities at coach depots. Jobs can be advertised in the local press or at employment agencies or organisations such as Jobcentre Plus. Some coach companies also use their own company website to advertise vacancies.
Go Back
Opportunities
Customer service assistants can progress their career to become customer service managers or to work in areas such as performance monitoring or operations management. Some Customer service assistants also go on to become drivers, gaining their licence and certificate of professional competence.Customer service assistants can achieve industry related qualifications including:
- City and Guilds Level 2 Award in Welcome Host (Customer Service)
- EDI Level 2 NVQ in Road Passenger Transport Operations
- EDI Level 2 Certificate in Road Passenger Transport.Go Back
Useful links
- Confederation of Passenger Transport
- Route One (magazine)
- Bus & Coach Professional (magazine)
- Coach and Bus Monthly (magazine)